Work Summaries for Enhanced Messaging generates a summary automatically as soon as the
service rep or customer ends a conversation. By default, the summary appears on the console for
service reps to review and save. To save summaries automatically without service rep review,
turn on Automatically Save Summaries.
Required Editions
| User Permissions
Needed |
| To store messaging session summaries in Salesforce object fields: |
Edit (on Salesforce object) OR Modify All Data |
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From Setup, in the Quick Find box, enter Einstein Work Summaries,
and then select Einstein Work Summaries.
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Go to the Enhanced Messaging tab.
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To control whether a summary is created as soon as the service rep or customer ends a
conversation, turn Automatically Generate Summaries on or off. This setting is on by
default.
- When it's on, summaries are generated as soon as the conversation ends, and they
appear on the console for service reps to review and save.
- When it's off, service reps generate summaries manually with Get Einstein
Recommendations.
-
To control whether summaries are saved without service rep review, turn Automatically
Save Summaries on or off. This setting is off by default.
- When it's off, summaries appear on the console, where service reps review and save
them.
- When it's on, summaries are saved automatically, without manual review or
saving.
